Best Plumbing

Sewer Rescue!. My sewer backed up just before bedtime, and I was planning to head out of town for a long weekend first thing in the morning. A call to Best Plumbing gave me the option of engaging their 24 hour emergency service or waiting till normal business hours the next day. Against my conservative nature, I decided to roll the dice and wait till morning, crossing my fingers that they could respond first thing. I made contact at 0700, the Best truck arrived before 0800, and by 0830 the problem was fixed and we were both out the door. Responsiveness, professionalism, and expertise deserve these five stars!…

Wonderful Experience!. Dear Mr Lilliness, I've just had a cleanout installed and the line cleared by members of your staff. They were all terrific and a credit to your company. Unfortunately I don't have all the names, but Steve came yesterday

and advised me on having a clean-out installed because of my repeated

problem with roots, or whatever, clogging my sewer line. This is the

third time I have had a back-up in the 10 years I have owned this

house. BTW, the only access to the line is from the roof! A big

problem for any company.

Steve even went down into the crawl space and located the waste line

for me. I had no idea where it exited the house before that. He

called Gene and set up the appointment for a bid, all the while

assuring me that if I wanted to skip the expense of putting in the

clean-out, I was free to call one of the other rooter companies.

This morning Gene arrived promptly and wrote up the bid and arranged

to have the work done this afternoon. He was business-like,

respectful and a pleasure to deal with.

This afternoon two men came and did the work! No mess (digging and

dirt and grass carefully handled). They were good natured and willing

to explain and show me what was going on despite lying prone on the

ground. I was so happy that it wasn't pouring rain. I did not get

their names, but I know you can get that information from your

records. Please pass on my thanks to all of them.

Company morale, attitude and ethos come from the top, so my thanks to

you, too.

Kind regards,

Molly Tyler…

Excellent work, not so much on the customer service. At the beginning of July I noticed my water heater leaking. As might be expected, I was disappointed as I had purchased a new Bradford-White water heater from the Best Plumbing showroom four years before in 1996. I had installed it myself and unfortunately lost the reciept. I called and explained my situation, and the very helpful person on the phone assured me they could send someone right over to take a look and give a free estimate, possibly replacing it the same day if I wished. So far, so good!

When we discussed the possibility of warranty and he decoded the serial number on the old unit, I was informed that my water heater was a 1998 model. While this raised a significant number of questions, it did not change the fact that my current unit was leaking, so I made the appointment. The technician arrived a couple hours later, inspected the old heater, gave me a written estimate and proceeded to make the needed repairs over the next two hours. He was friendly, low-impact and efficient - the installation itself was a good experience.

The following day I checked Bradford-White's website and discovered a handy and easy-to-use serial number decoding chart which very clearly indicated my unit was purchased in June of 2006. It was not a difficult thing to determine, and the following day I contacted Best about the 6-year warranty on my 4-year old unit. To simply sum up the long, drawn-out and ridiculous part, I dropped off the serial tag from the old unit and was assured it would be processed immediately. After semi-weekly phone calls for the next four months, a trip to the store and three different contact people, I finally received a refund check for the cost of the part yesterday, postmarked four months after the immediate processing began.

Installation service: 5 stars for efficiency, friendly technician and quality of work.

Warranty service: 1 star for what appears to be deliberately avoiding a warranty situation.…